Sneha Saxena

[email protected] • +91 9027119233

PROFESSIONAL SUMMARY

Dedicated Support Consultant with over 3 years of experience delivering exceptional customer service in the fintech industry. Proven ability to collaborate effectively with US-based clients, troubleshoot complex product issues, and generate detailed reports that drive continuous improvement. Recognized as a top-performing team player who consistently contributes to enhancing client satisfaction and operational efficiency.

WORK EXPERIENCE

Functional Consultant
01/2026 - Present
Highradius Technologies , Hyderabad, Telangana, IND
• Worked as Premium support Analyst, effectively managing L1 & L2 queues and resolving escalated cases, resulting in reduction in response time and increase in customer satisfaction ratings.
• Led the comprehensive training program for new interns, enhancing their onboarding experience and improving team productivity.
• Monitered L1 Queue ensuring seamless service delivery and achieving higher customer retention rate through proactive engagement with high-risk clients.
• Successfully converted high-risk customers from 'red' to 'green' status, increasing overall account health, Also recieved multiple customer appreciation emails.
Associate Consultant
01/2025 - 01/2026
Highradius Technologies , Hyderabad, Telangana, IND
• Led support operations for High ARR customers, resolving over 1,300+ tickets annually and sustaining a customer satisfaction score above 4.5, driving retention and revenue stability
• Trained and mentored 10+ interns, accelerating onboarding efficiency and enhancing overall team productivity through structured knowledge transfer
• Proactively managed and prioritized escalated tickets, reducing resolution time and improving customer trust and issue turnaround
• Awarded the Highradius H2 HighFlyer(Highest award for any department in Highradius) for outstanding performance and dedication to customer success, reflecting commitment to excellence and team leadership
Associate Techno functional Consultant
07/2023 - 01/2025
Highradius Technologies , Hyderabad, Telangana, IND
• Resolved over 300 technical support tickets each quarter, consistently exceeding monthly KPIs, enhancing customer satisfaction and operational efficiency
• Awarded 'Fresher of the Year' for outstanding performance and rapid adaptation in a high-volume, fast-paced environment
• Collaborated cross-functionally with colleagues to identify performance gaps and implement targeted improvements, boosting team KPI.

EDUCATION

B.Tech-Lateral Entry (Electronics & Communication Engineering)
08/2020 - 03/2023
Lovely Professional University, Phagwara, Punjab
Diploma in Electronic & Communication
08/2018 - 05/2020
Lovely Professional University, Phagwara, Punjab

SKILLS

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